The Client Systems Specialist provides technical support and training for internal customers and over 200 TV customers on a 24/7 basis.  This position will be rotating shifts, including nights and weekends, with some on-call hours.  

 
RESPONSIBILITIES:
  • Monitor client call tickets to ensure that all client issues are handled promptly and efficiently based upon department guidelines.
  • Communicate with Sales department so that they are kept up to date of any ongoing client issues.
  • Communicate with management and developers so that they are notified of any software issues, enhancements, or client requests.
  • Provide guidance, direction and mentor-ship to new members of the staff.
  • Lead internal training sessions to educate, sales, support and new staff members.
  • Provide advanced troubleshooting skills to resolve technical issues.
  • Research, troubleshoot, and diagnose hardware and software to identify, document, and resolve errors.
  • Ability to quickly learn all aspects and interfaces of several proprietary software applications, e.g. customer facing GUI, debugging tools, file operations and structure.
  • Analyze customer data to determine solutions and provide potential workarounds.
  • Utilize debugging applications, simulations, and scripts to isolate and fix problems.
  • Provide system installation assistance to customers and team members.
  • Work directly with customers to provide all levels of support leading to problem resolution.
  • Perform quality assurance testing of applications and application updates.
  • Provide proactive communication internally and externally to ensure the highest levels of customer service are maintained.
  • Able to be on-call 24/7 to handle any client calls while on pager duty.
  • Be certified on all AccuWeather graphics systems to be able to provide support to our customer base.
  • Have a basic understanding of AccuWeather data sets and types to be able to support Meteorologists.
  • Provide World Class Support to a growing product line of over 200 external customers.
  • Monitor our TV Customers using our support tools to ensure we are providing proactive support for our client base.
  • Carry TV pager as assigned on off hours to ensure we are providing 24/7 support on evenings, nights, and weekends.
  • Some international travel may be required.
  • Other duties as assigned.

QUALIFICATIONS:
  • 1+ years PC computer employment experience required, though consideration provided to individuals with extensive education and/or training
  • PC hardware diagnostic experience preferred
  • Programming experience at any level preferred
  • Advanced user abilities in all Microsoft Windows environments from XP to current
  • Ability to read and interpret documents such as instructions, procedural and policy manuals, email messages required
  • Ability to communicate effectively with a wide variety of individuals, both in written and oral presentations.
  • Ability to add, subtract, multiply and divide units of measurements including whole numbers, fractions and decimals required
  • Ability to draw and read graphs and charts required
  • Ability to apply common sense understanding to carry out detailed written and oral instructions required
  • Ability to prioritize and resolve problems with concrete variables in standardized situations needed


AccuWeather is Proud to be an Equal Opportunity Employer
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